Biography
 Greg Oxton Executive Director Consortium for Service Innovation goxton@serviceinnovation.org +1 650-261-9200 |
Greg has extensive experience in the support business and has held numerous management positions in his 16 years at IBM in operations, planning and support strategy development. Greg managed a major worldwide support reengineering effort at Tandem Computers and then became the Director of Global Support Planning for Tandem. Prior to joining the Consortium he held the position of Sr. Director of Business Development at N.E.T. Greg’s specialty is customer service strategy and organizational development.
The Consortium for Service Innovation is a non-profit alliance of leading technology companies who are working together to solve industry-wide challenges. The Consortium is dedicated to shaping the future of customer service and interaction through the development of innovative strategies, business models and industry standards.
The Consortium represents a process of collective thinking and collective experience. Consortium members participate in program teams that focus on specific challenges. Through these teams significant work has been done on Knowledge-Centered Support, Exchange Standards for incidents and solutions and the latest work on defining relationship models for developing social capital (known as Betty). The Betty models are focused on the R in CRM, ERM, PRM and we are finding that our current organizational structures and management practices must be completely rethought in order to develop valuable interactions that promote constant learning. |